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Наталя ХандусенкоAI Eng
18 February 2025, 11:08
2025-02-18
Kyivstar will restart support bot: the first version of the new AI-based solution will be released in the spring
Kyivstar is working on relaunching the support bot, the new version of which will begin testing this spring. This is a completely in-house solution based on generative AI, which can recognize the user's natural language at a high level, and most importantly, Ukrainian, and will also help solve various user problems here and now. The plans are to sell the new product to other companies.
Kyivstar is working on relaunching the support bot, the new version of which will begin testing this spring. This is a completely in-house solution based on generative AI, which can recognize the user's natural language at a high level, and most importantly, Ukrainian, and will also help solve various user problems here and now. The plans are to sell the new product to other companies.
This was stated by Mykhailo Nestor, Director of Digital Product Development at Kyivstar and Chief Product Officer at Kyivstar.Tech, in an interview with DOU.
The chatbot is being developed by a product team of 10 people. This includes a product manager, analysts, developers, and testers. DevOps work separately: they cover all infrastructure issues so that the team can focus on the product.
"This is a completely in-house solution that does not use any vendor technologies, except for large linguistic models. It is clear that companies in Ukraine do not spend $10–20 billion, like OpenAI, to make their own LLM," Nestor emphasized.
Chatbots now precede a conversation with a live person in a chat. This stage is usually something everyone wants to skip. This technology was very imperfect, but thanks to AI, everything is changing dramatically - a chatbot can recognize what a person writes well.
"Let's remember how we communicate with ChatGPT. The technology is only a few years old, it's a super-fresh story, although it may seem like we've been using it for a long time. Now we can recognize natural language at a good level, understand the intention (intent recognition) of what a person wants, and tag it with a product portfolio, services, data from the FAQ or knowledge base. And not just give a normal answer, but also solve the user's problem here and now," notes the Chief Product Officer at Kyivstar.Tech.
For example, the chatbot will be able to connect or change the tariff, connect roaming, and indicate account balances. The company has a full portfolio of subscriber relationships with Kyivstar, which is the basis of the development.
“In general, OpenAI models are becoming multimodal. This means that they can operate with text, images, or language. They understand when we talk to them and will respond to us with voice. In fact, there is already a class of IVR systems that automate support and the most common cases in which the user can handle it himself and not hang up on the call center line. I think these systems will work with voice and replace people through chatbots. We are talking about this with Microsoft, a key partner of OpenAI, who are implementing a huge number of such solutions around the world,” says Nestor.
Kyivstar plans to test the first version of the product in production this spring. And by the end of the year, it hopes to start selling it to other businesses — as a product that works very well with the Ukrainian language, that can integrate with any backend, that can be embedded in a website, mobile application, messengers, or any other platform where people communicate with companies.
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